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Mobility Scooters

How far can my scooter travel?
Models of mobility scooters are all different. Depending on which scooter you have and which battery it takes, your scooter can travel different lengths on a single charge. Refer to your product manual for help.
Do I have to register my mobility scooter?
In Queensland only, it is a legal requirement to have your mobility scooter registered.
What happens if I’m driving my mobility scooter and something happens?
If you’re driving your mobility scooter and get stuck somewhere or start having issues with your scooter, you can most often call your scooter insurance provider for emergency roadside assistance. RACQ, RACV, RACWA, and NRMA offer roadside assistance for mobility scooters.
Can I charge my mobility scooter anywhere in the world?
Our supplier, Heartway Australia, has universal chargers for their mobility scooters.
How will my mobility scooter be delivered?
Your mobility scooter will be delivered by one of our agents, or via freight – which means it’ll arrive in a box. We’ll work with you to find the most suitable option.

Wheelchairs

How far can my electric wheelchair travel?
Models of electric wheelchairs are all different. Depending on which wheelchair you have and which battery it takes, your wheelchair can travel different lengths on a single charge. Refer to your product manual for help.
Do I have to register my electric wheelchair?
In Queensland only, it is a legal requirement to have your electric wheelchair registered.
What happens if I’m driving my electric wheelchair and something happens?
If you’re driving your electric wheelchair and get stuck somewhere or start having issues with your wheelchair, you can most often call your electric wheelchair insurance provider for emergency roadside assistance. RACQ, RACV, RACWA, and NRMA offer roadside assistance for electric wheelchairs.
Can I charge my electric wheelchair anywhere in the world?
Our supplier, Heartway Australia, has universal chargers for their electric wheelchairs.
How will my wheelchair be delivered?
Your electric wheelchair will be delivered by one of our agents, or via freight – which means it’ll arrive in a box.

Battery Life

What should I look for in batteries?

For Mobility Equipment, batteries are generally either lithium or deep cycle. The way that your batteries need to be cared for depends on what type of battery you have!

Always refer to your product manual to identify what type of batteries your Mobility Scooter and Electric Wheelchair have, and the appropriate way of caring for them. Caring for your batteries will promote and support you in getting the longest possible lifespan. By taking a few preventative steps, you will in the long term save money.

Battery cases must be regularly inspected to ensure that they are clean, that there is no visible damage exists.  As a rule, the life span of a battery depends on 2 things:-

  1. The quality of the battery purchased. (Be aware of cheap low quality, batteries in products supplied in the market place.  Dealers often use cheap batteries to increase their profit margin, or too enable them to discount to obtain a sale.)
  2. The care you provide for your batteries. (The general rule is too Charge, Charge, Charge).  Maintaining a fully charged battery extends its life cycle.
  3. Maintenance of your scooter and regular servicing. It is essential that the motor is cleaned out, that old brushes are replaced every 6 months with new authentic manufacture brushes. It is also especially important that all tyres be maintained at their recommended pressure.
Why is safety important?

Over the past few years there have been reports of Mobility Scooters catching on fire, and in one case in Australia, of an incident leading to the death of the owner.

It needs to be stressed that the batteries you buy/supplied with, need to be of the highest quality, and the servicing of your product needs to also be completed under a qualified servicing technician who does a full and complete service, and supplies a detailed and concise report.  Be wary of people who have a home run business and only come out to you.  If possible, a printed battery analyst should be supplied after a full battery test is completed as part of the service.  This in reality can only be completed by a high quality battery testing analyzing machine and usually takes time – completed at the servicing center (Cannot be completed in a home service, as it requires time to complete properly).  Be aware that a multi meter is not a deep cycle analyzing machine to elevate the amp age of your batteries.  A general rule is – buying cheap is often not the best deal when it comes to safety, servicing or batteries.  Make sure your batteries you are supplied with, meet both Australian/New Zealand and International standards for safety.

How long should my battery last?
This is a difficult one to answer because it depends on numerous factors. The main factors are how often the scooter is being used, how well it is charged, how well it is maintained, high temperatures etc.

A battery prefers to be used regularly or be regularly charged. Many modern scooters have a constant drain even when the ignition is off which will flatten the battery and shorten the life if the scooter is not being used regularly. A general rule of thumb is to leave the batteries on charge whenever you’re not using your machine. The only exception to this is if you are going extended periods of time without using it, like if you went away on holiday etc, in which case it would be best to fully charge them and then disconnect your batteries.

My mobility scooter/electric wheelchair will not power up. Is it the batteries?
Batteries very rarely go dead overnight. If the batteries were working fine within the last week or so, chances are it could be something else. However, if the batteries are older than a year and you have been noticing that they no longer get you as far as they used to, or require charging more often, then you need new batteries. Additionally, if the scooter or wheelchair has not been used for a prolonged period of time, and now will not power up, they may need replacing.
My battery charger is plugged in but the charging light won’t turn on?
Battery chargers for mobility scooters and electric wheelchairs are designed to protect against overheating the batteries when in operation. They do this by requiring the batteries to already have a 10 to 11 Volt charge on them. If your batteries have dropped below 11 volts, the charger will not turn on, therefore the light won’t turn on.
Batteries that have been left sitting unused for a prolonged period of time often fall below the acceptable level to the point where the charger will not turn on. You basically have two options – try reviving the batteries using a charger without the safety feature or you will need new batteries.
Can I interchange chargers?

Can I interchange my chargers to charge different batteries for different machines?  The general rule is no, as you may be using a charger that is not designed for the battery you are charging. You should always check with your dealer before interchanging chargers.

How much does a battery cost?

This question is like asking, “How long is a piece of string”.   Remember, batteries are different and costs vary depending on many factors.  As a general rule, just because they are expensive does not make them good!  In addition, cheap is not quality!  In the end, you need to ask yourself a question, “Do I believe that the supplier knows what they are talking about and do I trust them”?  How long have they been in business, and what genuine reviews do they have?  Remember, it is easy for businesses to set up their own reviews, so you should ask yourself if the reviews look genuine.

How do I correctly charge my batteries for my mobility scooter/electric wheelchair?
To properly charge your mobility battery, follow these simple procedures:

    • Anytime you use the Power Wheelchair or Scooter, give it a full charge overnight or when you’re done using it.
    • With every charger made for our mobility scooters and electric wheelchairs, you are able to leave the charger plugged in all the time. This will help to have them last longer but it will not completely stop them from sulfating and stratifying. Sulfation and stratification are the main reasons batteries die.
    • If you’ve just purchased new batteries, charge them overnight for 5 nights in a row. This will break them in.
How far should I travel on my batteries on a full charge?
To get the most life out of your battery, you shouldn’t discharge it by more than 50-60%. For example, if your scooter batteries can travel up to 30 kilometres on a single charge, you shouldn’t go more than 15-18 kilometres on a single charge – this will drastically shorten the life of your batteries in the long run.
What if my battery is not holding charge?

What if my battery is not holding charge and discharging quickly? This is common when people do not apply proper care to their batteries. This happens when a battery has not been maintained in good charge, by being left for periods of time without use and then recharged.  The rule of thumb is that if one battery dies, or loses charge, it may be claimed under warranty. If both batteries die or lose charge simultaneously, it is generally due to user neglect or a surcharge. If you are over discharging your batteries, or you are not charging them for sufficient lengths of time, it will damage your batteries ability to recharge fully in the future.

Can I half-charge my battery and then use my mobility scooter/electric wheelchair?
No. This is a very detrimental practice for your batteries and you will drastically reduce the life of your batteries by doing this.
How can I protect my batteries?

Did you know that storms and electrical surges are able to damage both your batteries and your charger? In some cases, a power surge can actually damage the scooter/wheelchair.  In order to prevent this kind of damage, it is recommended that you always use a dedicated surge protector when charging your mobility scooter or wheelchair.  House surge protectors do not protect your scooter from surcharge damage.  Always purchase a protector that plugs directly into the power point of your home.

Do batteries lose their ability to hold charge?
Yes they do! It is not unusual for a battery to lose 20-25% of its capacity within 6 months. The best way to maintain good battery life and cycle is to charge, charge, and charge!  Always buy a product that will travel much further then you need it to.  By doing this you will get better life from your batteries.

Important Note: If you are out and your mobility scooter or wheelchair runs out of charge, do not turn it off and then on again and then drive. If you do this, you will damage your battery to the point of it not being able to recover. This is the major reason people find they have battery issues.

What are some common mistakes people make in regards to batteries?
  1. Interrupting charge before the battery has finished charging
  2. Not completing charges
  3. Discharging too far
  4. Using an incorrect charger or not connecting the charger correctly
  5. Not charging their product each time they use it.
  6. Letting their batteries sit for long periods of time without charge or usage. (Periods more than 2 weeks at a time.  Best practice is “Charge each week if not using the product and Charge before use and after use each time you go to use it”.
  7. Fail to have regular 6 monthly servicing that checks your tyres and makes sure your motor is cleaned out, and new genuine manufacturer brushes are replacing the old brushes. Never use generic brushes in your machine.  Always check with your dealer to insure the brushes you are using to replace old brushes will give you the best performance and maintain your product at the highest level of performance.

Lithium Batteries

Tell me about lithium batteries

“Lithium Batteries” are usually found in “Portable Travel Mobility Scooters and Electric Wheelchairs”.  Be aware not all “Lithium Batteries” are “Plane Safe”. That you will need to obtain a certificate for your battery to fly” called the “MSDS”.  Be aware that no dealer can guarantee your battery will be accepted on each airline worldwide and that airlines have the right to change their policies. Airlines are individually owned, and as such, they can decide what they set as Battery requirements for travel on their planes.  Best practice is to check with the airline that you are traveling on to insure the batteries will be accepted for your travel needs before turning up at the airport.

It is recommended that you charge the batteries up each time that you use your machine. If you are not going to be using your product for a while, it is important that you still charge the batteries every week to maintain quality battery life. Always note that batteries should be charged overnight with a battery charger designed for those batteries and one that has an auto switch off system.  While Lithium Batteries in general love a full charge and discharge, please note that discharging below the discharge level will destroy your battery and void your warranty.  Make sure you check with your supplier the best way to care for your batteries.  In general where possible

  1. Make sure the set up for your lithium battery has a computer chip technology to protect it from being damaged.
  2. Recharge your battery as soon as it has been used.  If you discharge your battery and do not recharge straight away, it will continue to discharge naturally leading to a discharge that is unable to be recovered over time – voiding your warranty.
  3. If you are out and your battery is discharged completely, do not turn it off and on again to drive a few more meters. Doing so will discharge your battery beyond recovery mode.
  4. Never test your battery to see how far it will go, as this will lead to a discharge level damaging your battery. (Battery distances are not perfect science as customers weights vary and where they drive their products vary).  Always stop using your Scooter/Wheelchair when the battery gauge drops to the last 2 bars.
What is the difference between Lithium and Lead-Acid batteries?
There are numerous differences between the two, but the main difference is that Lithium batteries are a lot lighter than the lead acid batteries. This is why all our portable scooters and wheelchairs use Lithium batteries. Lithium batteries are also able to receive far more re-charges in its lifetime. Lithium batteries are more expensive than lead acid batteries for these reasons.

Deep Cycle Batteries

Tell me about deep cycle batteries

Lead acid batteries respond well to being charged and maintained at full charge when not in use.  It important to maintain their charge more regularly than lithium batteries. This type of battery should be charged each time that your mobility scooter or wheelchair is used and never discharged more then 70%.  Maintain your batteries at 100% charge level when not in usage.  Unlike “Lithium batteries” deep cycle style batteries cannot be discharged completely without damaging the battery (Always remain a 30% charge in your batteries and never go below this.  In general, keep at least 2 battery indicator bars on your scooter).  If you are not going to be using the product for a period of time, it is recommended that you still charge the batteries weekly, with a Charger designed for your batteries that has an auto switch off system when the batteries reach full charge.  Best Practice is to disconnect the battery from the machine if unable to do a weekly charge.  You should always leave the batteries charging until the indicator shows that they are full.

Why are my battery cases swelling?

When deep cycle batteries start to swell, it is evidence that the Batteries have been left unused or drained to low.  After time the Calcium in the battery can build up.  When you charge your batteries after this has occurred, the charger cannot read the battery is full, due to carbon build up.  Therefore, it keeps putting more power into the battery.  Eventually causing it to swell and bust.   This is evidence of neglect and automatically voids the warranty.  IT IS IMPORTANT YOU DO NOT USE YOUR MOBILITY SCOOTER OR WHEELCHAIR IF THE BATTERIES SHOW SIGNS OF SWELLING.  REPLACE STRAIGHT AWAY!

Scooter Tyres

What pressure should I pump my tyres up to?
The maximum tyre inflation pressure is always labelled on the side of the tyre. So if it says a maximum of 32 psi, the recommended inflation pressure would be between 26 and 30 psi.
Why are my tyres wearing so quickly?
There are a few possible causes for this.

      • Your tyre pressure is either too low or too high.
      • Your wheel alignment is out so you will need to get this looked at by a technician.
      • The type of ground you’re travelling on can also be a factor.
When should I get my tyres replaced?
You should get your tyres replaced when the tread starts to disappear and become bald. If you keep driving on bald tyres, you are susceptible to getting a flat tyre at any point and leaving you stranded.

Government Funding

How can I find out if I’m eligible for government funding?
Out and About Healthcare provides government funding options through MASS, CAEATI, VOSS, NDIS and SWEP. Different funding options have their own eligibility requirements.
However, for all of the mentioned funding options, you must:

      • Be an Australian citizen or a permanent resident with a suitable visa
      • Be currently residing in QLD*
      • Be under 65 years of age
      • Have a BIS number*

* To be eligible for NDIS funding you do not need to be residing in QLD but must be currently residing in Australia. You also do not require a BIS number for NDIS funding.

*To be eligible for SWEP you need to be residing in Victoria.

Am I eligible for MASS funding?
To be eligible for MASS funding you will need to be an Australian citizen or a permanent resident with a suitable visa, as well as be currently living in QLD. You must be under 65 years and have a disability that is permanent or likely to be permanent. You will also need to have a BIS number.

MASS funding is used for electric and manual wheelchairs, and only crash tested rehab seat products that will be primarily used indoors. The equipment must be on SOA.

How do I qualify for CAEATI funding?
To qualify for CAEATI funding, you will need to be an Australian citizen or a permanent resident with a suitable visa, as well as be currently residing in QLD. You must be under 65 years and have a disability that is permanent or likely to be permanent. You will also need to have a BIS number.

CAEATI funding is accommodated towards individuals who require a scooter, electric or manual wheelchair for primarily outdoor use. The equipment must meet Australian standards.

Am I eligible for VOSS funding?
To be eligible for VOSS funding, you must be an Australian citizen or a permanent resident with a suitable visa, as well as be a QLD resident. You must be under 65 years and have a disability that is permanent or likely to be permanent. You will also require a BIS number.

VOSS funding is best suited towards individuals interested in Government funding for vehicle modifications, and for hoists and ramps.

Am I eligible for NDIS funding?
NDIS is the National Disability Insurance Scheme. To be eligible for NDIS funding, you must be an Australian citizen or a permanent resident with a suitable visa, as well as be currently residing in Australia. You must be under 65 years and have a disability that is permanent or likely to be permanent.

NDIS funding is suited towards individuals who want to achieve their goals, and the corresponding equipment set out in the client’s individual tailored plan. NDIS funding can be used for scooters, electric and manual wheelchairs, lift recline chairs, and more.

Am I eligible for SWEP funding?
SWEP is the State-Wide Equipment Program. SWEP is a government funding option for Victorian residents. To be eligible for SWEP funding, you must be a permanent resident of Victoria* and have a permanent or long term disability, and/or are frail aged, and require aids and equipment or vehicle modifications on a permanent or long term basis.

*You may also hold a Permanent Protection Visa (Resolution of States, Subclass 851) or Asylum seekers (may also be Protection Visa applicants.)